Incident Manager

Responsibilities

• Control system operability
• Lead and facilitate incident resolution by ensuring appropriate resources are available for analysis and problem-solving
• Manage communication related to incidents
• Monitor performance levels against defined standards
• Facilitate post-mortem reviews (REX / 5C)
• Track and manage high-impact events
• Detect weak signals through indicator and data analysis
• Promote operability best practices within teams
• Assist in implementing monitoring and alerting systems
• Contribute to defining Run orientations

Requirements

• Bac+2 to Bac+5 degree
• Minimum 3 years of experience in run management
• Strong knowledge of ITIL practices
• Proficiency with ticketing tools (Jira), monitoring tools (Grafana, Zabbix), and Knowledge Management (Confluence)
• Ability to react quickly and lead during critical or catastrophic events
• Strong analytical, organizational, and problem-solving skills
• Excellent oral and written communication
• Systemic and user-oriented vision
• Ability to understand complex information systems

About the Company

HELPLINE is a French Digital Services Company (ESN) that has been supporting IT departments and business units in their digital transformation projects since 1994. With 3,600 specialists and 16 locations, the company maintains steady growth and provides proximity management to foster professional development.